Position Summary...
The Director, Technology Operations is accountable for defining and leading the CES Average Handle Time program through technology strategy, execution, and optimization. Acting as the single threaded business owner for AHT outcomes, this role connects Operations, Product, Engineering, and Analytics to remove friction from associate workflows, automate manual effort, and accelerate resolution without compromising customer experience.
The Director leads a cross functional agenda spanning workflow orchestration, tooling optimization, automation, and AI enablement to deliver measurable improvements in AHT, productivity, cost to serve, and contact prevention while strengthening long term platform scalability and governance.
What you'll do...
AHT Strategy and Program Leadership
- Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
- Own AHT as a measurable outcome across tools, workflows, automation, and AI enabled execution
- Partner with Operations, Product, and Engineering to prioritize initiatives based on ROI and operational impact
- Serve as the accountable owner for AHT performance, leading cross functional reviews to track progress, dependencies, and risk
- Translate operational friction into scalable technology solutions that reduce handle time and cognitive load
Technology Enablement, Optimization, and Defect Prevention
- Drive adoption of workflow orchestration, automation, and AI assisted execution capabilities
- Identify and retire duplicative or low value tools that increase associate effort or complexity
- Partner with Quality, Knowledge, and Engineering teams to prevent contact creation by resolving systemic process and tooling defects
- Ensure solutions are scalable, governable, and aligned with long term CES platform strategy
- Monitor delivery schedules, adoption, and realized savings across AHT initiatives
Cross Functional Integration and Communication
- Establish AHT performance dashboards and maturity reporting for senior leadership
- Communicate progress, outcomes, and risks in clear, data driven business language
- Align CES AHT strategy with broader enterprise automation and AI initiatives to enable reuse and scale
What You'll Bring....
- Bachelor’s degree or equivalent experience in technology operations, business operations, or a related field
- 8 plus years leading large scale operational, technology, or performance programs in service or contact center environments
- Demonstrated ownership of enterprise performance metrics such as AHT, productivity, or cost to serve
- Proven ability to lead complex cross functional initiatives across Operations, Product, and Engineering
- Strong executive communication and data driven decision making skills
Preferred Qualifications
- Experience driving workflow optimization, automation, or AI enabled execution at scale
- Familiarity with contact center platforms, agent tooling, or knowledge systems
- Experience operating in highly matrixed enterprise environments
Physical Activities and Travel
- Regularly reads, interprets, and presents information to senior leaders and cross functional teams
- Communicates effectively using written, verbal, and visual channels
- Travels as required to support CES initiatives
Your Career Journey at Walmart At Walmart, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us as recruiters: We’ll reach out via verified LinkedIn profiles or emails ending in "@walmart.com.” or “@samsclub.com”. All job opportunities and applications are hosted on our official careers site: _http://careers.walmart.com_. There is no cost or payment required to apply or be considered for a position. If you have any doubts about a communication, feel free to visit our careers page to verify authenticity. Thank you for exploring opportunities at Walmart! At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. For information about benefits and eligibility, see One.Walmart. The annual salary range for this position is $110,000.00 - $220,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :
- Stock
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Minimum Qualifications...
__Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. __
Option 1: Bachelor's degree in computer science, management information systems, industrial engineering, engineering management, business,information systems, project/program management, information technology, finance, management, or related area and 6 years’ experience inproject management, program management, program operations, or related area.Option 2: 8 years’ experience in project management, program management, program operations, or related area. 3 years’ supervisory experience.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Master’s degree in computer science, management information systems, industrial engineering, engineering management, business, information systems, project/program management, information technology, finance, management, or related area and 5 years' experience in project management, program management, program operations, or related area., We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.
Primary Location...
1300 Se 8Th St, Bentonville, AR 72712, United States of America
Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.